Urgent Message: An established chain of command clearly delineates roles and accountability among staff in an urgent care center. When this chain is broken by upper management “dipping down,” it creates confusion among staff, undermines supervisors’ authority, and brings inefficiency to operations. Case: Ian is the administrative director at a local urgent care center that’s part of a multi-unit operation. His responsibilities include scheduling the clinical support staff, approving time cards and writing performance reviews, …
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